Customer Service Analyst - Voice Process

Job Description

Role and responsibilities:

• Interaction with Techs in field to provide them real time support
• Checking status of services on account in diagnostic tools
• Ensure to take appropriate steps to resolve customer's problems
• Troubleshooting of technical issues related to customer’s services Tier 1.5 support
• Communicate effectively and close looping with client in case of observations
• Updating status in internal as well as client tools
• Meet process expectations with high quality standards and adherence to SLAs
• Candidate shall adhere to the information security requirements
• Keep a track of all technicians with regards to the jobs assigned to them
• Call up customers in case of any delays or to confirm appointments
• Answer inbound calls from technicians and/or customers
• Provision equipment’s on customers’ accounts once the technician has installed them
• Audit work orders for accuracy and make corrections if required
• Check for signal levels on all equipment and certify jobs as completed
• Call up technicians to verify their status if they are taking longer on the job
• Call up customers one hour prior to their appointment window end time to confirm the technician visit time
• Call up customers to verify if they are home or not and take another appointment in case of customers being away
• Add equipment to account in case there is any work order error or if the customer decided to switch some equipment
• Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment
• Reschedule jobs based on available schedule of customers and technicians
• Ensure customer satisfaction by understanding their needs and customizing the solution
• Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
• Fill up the completion report and share with the APM/PM on a daily basis
• Collate and share information for all appointments that are cancelled

Technical and Functional Skills:

• Good communication and interpersonal skills
• Ability to quickly and efficiently assimilate process knowledge
• Good at problem solving and root cause analysis
• Professional in conduct/behavior, appearance and communication
• Understanding of web technology and cable setup
• Ability of analyzing information and evaluating results to choose the best solution and solve problems
• Needs to have ability to adapt to perpetual changes as per Business requirement.
• Must be reliable in terms of attendance and timing
• Flexible for 24X7 Shifts (Night shifts)
• Basic Knowledge of excel
• Experience in Troubleshooting related process
• Experience in cable or telecom industry
• Ability to analyze information and evaluate results to choose the best solution and solve problems
• Ability to multi-task – For Ex: take notes while on the call etc.

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines.